Fred Selnes - Academia.edu (original) (raw)
Papers by Fred Selnes
Scandinavian University Press / Universitetsforlaget AS, Nov 7, 2006
MIT Sloan Management Review, 2005
The authors contend that customer portfolio management ? a process of creating value across all o... more The authors contend that customer portfolio management ? a process of creating value across all of a company?s relationships ? can bring much needed perspective to the myopic pursuit of customer satisfaction. They describe in depth the evolution in relationship marketing. Four distinct perspectives ? economic, sociological, psychological and operational ? illustrate what sorts of relationships take place and when they work best. Customer portfolio management, which brings these perspectives together, seeks to understand how an organization can manage the range of customer relationships ? from arm?s-length transactions to strategic partnerships ? in order to create value and develop a competitive advantage. The customer portfolio lifetime-value model emphasizes that a "large leaky bucket," or base of weaker customer relationships, provides a base from which more-profitable, stronger relationships can be built. Companies such as Continental and Northwest Airlines, IKEA and P...
Journal of Business-to-Business Marketing, 1997
... on the argu-mentation that within relationships the salesperson should be a relation-ship man... more ... on the argu-mentation that within relationships the salesperson should be a relation-ship manager, a coordinator (O'Neal 1989), and ... form of money in exchange for products or services, access to markets, and competence that may enhance innovation (Buchanan 1992; Heide ...
acrwebsite.org
Customer loyalty has been the focus of much discussion over the past decades and managers now com... more Customer loyalty has been the focus of much discussion over the past decades and managers now commonly accept that the key to a firm's success, and consequently profitability, is more dependent on the retention of existing profitable customers rather than ...
International Business Review, 1995
Marketing is no longer regarded as a series of independent transactions, but as a dynamic process... more Marketing is no longer regarded as a series of independent transactions, but as a dynamic process of establishing and maintaining relationships. In spite of the acknowledged importance of relationship marketing, relational selling behavior and skills appear to be understudied. The authors examine how selling behaviors and skills affect relationship continuity. In contrast to much of the literature, which appears to suggest that relational selling behavior and skills are universally effective, their study among industrial customers shows that the effects of some selling behaviors and skills are contingent on the degree of supplier dependence. Personal similarity, for example, is most effective in low dependence relationships, whereas the negative effects of aggressive selling are less in high dependence relationships. Furthermore, the results suggest that communication and conflict handling have a universally positive impact on relationship continuity.
Academy of Management Proceedings
MIT Sloan Management Review, 2005
... Narayandas, D. and VK Rangan, Building and Sustaining Buyer-Seller Relationships in Mature I... more ... Narayandas, D. and VK Rangan, Building and Sustaining Buyer-Seller Relationships in Mature Industrial Markets, Journal of Mar-keting 68, no. 3 (July 2004): 63-77. Examines the evolution of three industrial buyer relationships in mature markets. Reinartz, WJ and V. Kumar, ...
European Journal of Marketing, 1992
... 40-7. 7. Beik, LL and Buzby, SL, "Profitability Analysis by Market Segments&... more ... 40-7. 7. Beik, LL and Buzby, SL, "Profitability Analysis by Market Segments", Journal of ... 43-8. 9. Dunne, PM and Wölk, HI, "Marketing Costs Analysis: A Modularized Contribution Approach ... Shapiro,BP, Rangan, VK, Moriarty, RT and Ross, EB, "Manage Customers for Profits (Not ...
European Journal of Marketing, 1993
... Direct experience has a strong impact on brand reputation because the attitude is more ... be... more ... Direct experience has a strong impact on brand reputation because the attitude is more ... between Quality, Customer Satisfaction, Brand Reputation and Intended Loyalty H5: Brand reputation will ... Figure 1 represents a general model of the constructs and their relationship to be ...
European Journal of Marketing, 1998
... Although the literature has thoroughly examined both trust and satisfaction, the interrelatio... more ... Although the literature has thoroughly examined both trust and satisfaction, the interrelationship between them, including their consequences and antecedents, has not yet been ... Buyer-seller relationships; Customer loyalty; Customer satisfaction; Relationship marketing; Trust. ...
Scandinavian University Press / Universitetsforlaget AS, Nov 7, 2006
MIT Sloan Management Review, 2005
The authors contend that customer portfolio management ? a process of creating value across all o... more The authors contend that customer portfolio management ? a process of creating value across all of a company?s relationships ? can bring much needed perspective to the myopic pursuit of customer satisfaction. They describe in depth the evolution in relationship marketing. Four distinct perspectives ? economic, sociological, psychological and operational ? illustrate what sorts of relationships take place and when they work best. Customer portfolio management, which brings these perspectives together, seeks to understand how an organization can manage the range of customer relationships ? from arm?s-length transactions to strategic partnerships ? in order to create value and develop a competitive advantage. The customer portfolio lifetime-value model emphasizes that a "large leaky bucket," or base of weaker customer relationships, provides a base from which more-profitable, stronger relationships can be built. Companies such as Continental and Northwest Airlines, IKEA and P...
Journal of Business-to-Business Marketing, 1997
... on the argu-mentation that within relationships the salesperson should be a relation-ship man... more ... on the argu-mentation that within relationships the salesperson should be a relation-ship manager, a coordinator (O'Neal 1989), and ... form of money in exchange for products or services, access to markets, and competence that may enhance innovation (Buchanan 1992; Heide ...
acrwebsite.org
Customer loyalty has been the focus of much discussion over the past decades and managers now com... more Customer loyalty has been the focus of much discussion over the past decades and managers now commonly accept that the key to a firm's success, and consequently profitability, is more dependent on the retention of existing profitable customers rather than ...
International Business Review, 1995
Marketing is no longer regarded as a series of independent transactions, but as a dynamic process... more Marketing is no longer regarded as a series of independent transactions, but as a dynamic process of establishing and maintaining relationships. In spite of the acknowledged importance of relationship marketing, relational selling behavior and skills appear to be understudied. The authors examine how selling behaviors and skills affect relationship continuity. In contrast to much of the literature, which appears to suggest that relational selling behavior and skills are universally effective, their study among industrial customers shows that the effects of some selling behaviors and skills are contingent on the degree of supplier dependence. Personal similarity, for example, is most effective in low dependence relationships, whereas the negative effects of aggressive selling are less in high dependence relationships. Furthermore, the results suggest that communication and conflict handling have a universally positive impact on relationship continuity.
Academy of Management Proceedings
MIT Sloan Management Review, 2005
... Narayandas, D. and VK Rangan, Building and Sustaining Buyer-Seller Relationships in Mature I... more ... Narayandas, D. and VK Rangan, Building and Sustaining Buyer-Seller Relationships in Mature Industrial Markets, Journal of Mar-keting 68, no. 3 (July 2004): 63-77. Examines the evolution of three industrial buyer relationships in mature markets. Reinartz, WJ and V. Kumar, ...
European Journal of Marketing, 1992
... 40-7. 7. Beik, LL and Buzby, SL, "Profitability Analysis by Market Segments&... more ... 40-7. 7. Beik, LL and Buzby, SL, "Profitability Analysis by Market Segments", Journal of ... 43-8. 9. Dunne, PM and Wölk, HI, "Marketing Costs Analysis: A Modularized Contribution Approach ... Shapiro,BP, Rangan, VK, Moriarty, RT and Ross, EB, "Manage Customers for Profits (Not ...
European Journal of Marketing, 1993
... Direct experience has a strong impact on brand reputation because the attitude is more ... be... more ... Direct experience has a strong impact on brand reputation because the attitude is more ... between Quality, Customer Satisfaction, Brand Reputation and Intended Loyalty H5: Brand reputation will ... Figure 1 represents a general model of the constructs and their relationship to be ...
European Journal of Marketing, 1998
... Although the literature has thoroughly examined both trust and satisfaction, the interrelatio... more ... Although the literature has thoroughly examined both trust and satisfaction, the interrelationship between them, including their consequences and antecedents, has not yet been ... Buyer-seller relationships; Customer loyalty; Customer satisfaction; Relationship marketing; Trust. ...